Role Overview This is a hybrid role and you can be located anywhere in the UK. You will have experince working within the IT MSP and/or Telecoms sector. The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points. Key Responsibilities Strategic · Champion opportunities to consistently improve the brand experience · Drive customer retention, reduce churn, and increase customer satisfaction · Understand each customer persona and their specific needs · Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience · Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly · Establish communication mediums lines between customers and the company to ensure a smooth customer experience · Utilise CRM tools to monitor customer experience · Proactive management with accounts and ensure reactive management is in line with expectations · Build relationships at multiple levels within the organisation · Be an internal advocate and voice for the customer to enhance both the customer experience and companies offerings · Understand the contractual position of the customer · Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated · Regular case and service review meetings at a cadence agreed with the customer · Identify upsell and cross-sell opportunities working closely with the account manager Day to Day · Target first touch resolution for all queries · Oversee all implementation orders are delivered in line with expectations, know the projects in flight · Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA · Maintain strong relationships within the customer · Own all cases and responses, use other teams to input as required · Ensure all customer contact details are updated in the CRM · Onboard new pillars to the customer ensure billing accuracy and Customer success involvement · Daily case reviews working with Customer Experience Executive · Create small orders · Escalation point for customer and customer executives · Case queue management for ALL customer cases Commercial & Financial · Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at company standard. · Responsible for investigating, owning and resolving credit requests within the account in a timely fashion · Understand, maintain and report on customer contractual positions if required · Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner · Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention · Working with colleagues in wider to team to improve the experience for customers in a consistent manner Governance & Compliance · Ensure all SLAs are met and escalate when needed · Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews Skills Required · Strong communication skills · Commercially minded and proven experience. · Minimum 5 years of experience in a relationship role · Able to have difficult conversations with positive outcomes · Experience managing and maintaining relationships · Knowledge of company processes, upsell revenue lead indicators. · Written, Verbal and Numerical literacy is a must · Must be organised and attention to detail oriented Key Measures of Success · Net value retention · Achieve SLA targets · Customer satisfaction survey CSAT · Revenue Growth · EBSTA score Excellent benefits are on offer with this role